Executive Profile
A dynamic professional with more than 11 years of experience in IT and Project Management, with proven abilities in leading teams and strategic projects using industry best practices. Expert in enhancing operational effectiveness to meet organizational goals by ensuring optimal utilization of resources within the cost, time & quality parameters. Hands-on experience in project scoping, estimation, planning, risk management, outlining technical/functional specifications, resource administration & quality management. Highly skilled in problem solving and ability to identify potential technical/ operational bottlenecks.
Areas of Expertise
IT Infrastructure & Operations Program Management
IT Strategy
IT Governance Mobility & Unified Communications
Demand & Delivery
Management Business
Process Reengineering (LEAN)
Stakeholder Management
Innovation & Standardization
Service Management
Vendor Management
Call Center IPT
Career Accomplishments
Manager – Project Management Mobility
Successfully identified and launched a dynamic breakthrough solution by implementing LYNC as a unified communication platform with integration to Polycom, Cisco and Avaya
Implemented Avaya Communicator to facilitate mobility and generated cost savings on telephony of AED 500K/year
Integrated BYOD in the organization for 5000+ users
Proficiently handled the Good For Enterprise rollout for 2500+ users
Successfully implemented audio & video conferencing beyond boundaries of corporate network via mobiles & tablets
Vendor and Asset Management
Accredited for transitioning the bank’s IT service desk to external vendor with KPI & SLAs in place for 10,000+ users
Standardized IT assets via an IT Equipment Benchmarking Tool aligned with asset management mechanism
Managed Endpoint Technology Refresh of EmiratesNBD Group for 5000 user base
Set up the performance monitoring dashboard, enabling reviews, performance monitoring and tracking of first call resolution
Solutions Management
Deployed Enterprise IPT for a group-wide voice recording solution in a cost-effective way via VM & physical servers
Finacle Core Banking Infrastructure Stack formalization
Managed UPS activity and subsequent rollout for 65 branches
Implemented Windows 7 Upgrade – 8,000 users
Developed a unified Golden Image operating system for the EmiratesNBD Group
Premises Setup and Relocation
Successfully carried out relocation of: o 4000+ users to new Emirates NBD premises without any impact on business & system uptime o Mohammed Bin Rashid Housing Establishment and integration within a new setup o Islamic Banking Real Estate and Group Retail Credit Center for 100+ users o Network International from Dubai to Sharjah with minimum downtime, taking into account the operational and financial impact of critical systems – i.e. MasterCard & Visa, which facilitate transactions globally
Demonstrated excellence in setting up the infrastructure for: o BPO with segregated networks for external clients and managed the relocation of ~2500 users from multiple locations to a single location within the set budget and timelines o Treasury BCP site with full functionality for 25 users o BCP site for entire Group Operations with full functional performance through 263 systems o In-house training centers at 13 different locations for 8000+ trainees o Emirates Islamic Financial Brokerage at ADX
Successfully managed and delivered Infrastructure Technology Refresh Project globally.
Manager – IT
Spearheaded the minimization of the service desk abandonment rate from 40% to 5%
Significantly carried out IT asset collection and reuse mechanism, achieving savings of AED 150K
Generated cost savings of AED 500K+ through existing infra-equipment
Achieved 95% compliance levels on DLP, SEP & PGP
Introduced MDT for Zero Touch deployment of OS & software, eliminating manual intervention
Managed the centralization of all vendor-related activities
Proposed and set up a new structure for 24 X 7 VIP support at any location (local and international)
June 201414 till date
Organisational Experience – Emirates NBD
Manager – Project Management and IT:
Manage projects that help the organization meet its IT strategic objectives outlined for the year
Recommend cost-saving ideas and innovative technology solutions for attaining bank’s overall cost reduction strategy
Identify, test and roll out mobility-related technology
Collaborate with all business entities across the group for various infrastructure projects- relocations, renovations and new premises set up across the region
Ensure implementation of appropriate methodologies, standards and best practices e.g. ITIL Accountable for allocation and approval of budgets for various projects
Plan cost effective deployment of systems over VMware and/or HyperV
Analyse storage platform requirements for the organization’s data via Enterprise Storage i.e. 3par, VNX
June 2011 to June 2014
Manager – IT:
Served as the direct contact for all ‘C’ level management activities pertaining to IT services
Handled the VIP field support 24/7 activities
Accountable for functions pertaining to vendor identification & management
Headed the Service Desk & handled Desktop Support managers for resolution of day-to-day issues.
Accountable for:
Identifying the root cause of the problem to avoid long-term delivery constraints
Allotting IT field engineers across all geographic locations and monitoring their performances
Setting up the Infrastructure Performance Monitoring Dashboard
Addressing & resolving software issues
Managed the compliance measure for Data Leak Protection, SEP (Antivirus) and PGP (Encryption)
Administered GP, OS patches, software updates & IE upgrades via SCCM
Developed CMDB & Knowledge Base for references on Problem Management, User Awareness & License Management
February 2008 to June 2011
Project Leader – Client Projects Liaison:
Project lead for all premises-related setup across the U.A.E
Monitored the activities at project sites through regular visits in co-ordination with various IT teams & external contractors
Conducted validation of all invoices within agreement along with respective contracts prior to submission to finance & payments
Established consultancy contracts within the standard format and acquired review & clearance statements from legal
February 2007 to February 2008
IT Project Coordinator
November 2005 to February 2007
IT Engineer
October 2003 to February 2005
Channel 4 Media Networks: Events Manager
Certification and Education
2009
Ph.D. (IT Project Management) from Halifax University, USA
2008
Certified International Project Manager (CIPM) from American Academy of Project Management
2006
MBA (Banking) from The Cyprus Institute of Marketing
2004
B.Sc. (CIW) from National American University
2001
E-Commerce from American University of Hawaii
ITIL v2, ITIL v3 and ITSM
Technical Skills
MS Office, MS Outlook, MS Project, MS Visio, MS SharePoint, Finacle, Quaestor, E-DOC, Finnone, ICCS, BPM, HRMS, Vision Plus, Tradenet, Bloomberg and Remedy
MDT, SCCM, Active Directory 2010/13, EPM, MS Scom, Snow, E-Guard, IPT CMS. Visual Basic, SQL, JAVA, HTML and C++
Windows NT, 2000, XP, Vista, 7/8 and Mac. Platforms: VMWare, Hyper-V, Redhat Linux & Windows 2003/12 Servers
Avaya Communicator, Polycom, Cisco Telepresence, MS LYNC, BES, GFE, AirWatch, SIP, MS Intune and MS EMS
Language
Arabic
English
Hindi
Punjabi
Urdu
